SIRIS, ALTO, and NAS: Basic troubleshooting for hardware alerts

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Topic

This article describes basic troubleshooting for hardware alert is received.

Environment

  • Datto SIRIS
  • Datto ALTO
  • Datto NAS

Description

You can configure the Datto Partner Portal to send you email alerts when your Datto device detects hardware problems such as drive failures or overheating.  You can enable alerts for each device in your fleet. 

For more information on setting up device alerts, see our SIRIS, ALTO, and NAS: Datto alerts and notifications resource guide.

Things to check when you receive a hardware alert

1. Review the alert email for details about the alert. Your Datto device will trigger a hardware alert when certain thresholds are exceeded, such as drive temperature or error rates.

The most common hardware alerts are 

  • Temperature alerts
  • Drive SMART thresholds

2. Log in to the Partner Portal to check the status of your device.

3. Navigate to Status → BCDR Status. The device listing will display a badge indicating the error.

Temperature Alerts

  • Drives that consistently run hot may be in danger of failing and can be replaced.
  •  If you have more than one drive alerting, there may be an airflow circulation problem.
  • Fan speeds on most models can be increased and monitored via IPMI. Search the Datto Knowledge Base for "fan speeds" Steps to configure fan speed vary based on the Datto device model. Not all models are adjustable.
  • Generally, a single drive will alert for overheating. For more troubleshooting steps, see Hard drive temperature alert troubleshooting.

Drive Smart Thresholds

  • Open a ticket with Datto Technical Support to investigate your device to determine if a hard drive needs replacement.
  • Datto Technical Support can verify your warranty and send replacements for items that are covered. Items not under warranty may be available for purchase via your Datto Sales Executive.
  • Drive replacement will usually require the use of a Torx 15 screwdriver.
  • If you need to replace an OS drive, Datto Technical Support will have to assist. You will need to connect a keyboard and monitor to the Datto device, or access to the console via IPMI.
  • You can replace an array drive using the Replace Drive option in the Migrate Storage feature.
  • Single-drive devices do not support drive replacement. If your Datto device is under warranty, We can send a replacement device instead. A Self-Service Device Migration to move your data to the replacement device should always be done to prevent data loss.  

Open a ticket with Datto Technical Support

If you need help with diagnosing a hardware alert, or assistance with a drive replacement or device migration, open a ticket with Datto Technical Support detailing the issue and what steps you've taken, and we'll be glad to assist.

Additional Resources

 


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